Two surfaces, and they are different
The queue is for the corner of your eye while you work. The board is for when you want to see everything.
The order is not arrival order
What sorts it is who needs you first:Approval outranks a question on purpose. Both stall the agent, but only one is waiting on you deciding about a risk — and that is the one that must not sit at the bottom.
Go to next
Inside the board, Go to next walks to the next session asking for attention and jumps to it — the right tab, pane and workspace. It cycles from where you are, rather than always going to the most urgent one. With two blocked sessions, “always the most urgent” would pin you to the first and the second would never be reached.See also
Notifications
How TYBA calls you when the window is out of focus.
Agent stats
What the agents cost you in attention, over time.